Engineering Support Analyst, Sr.

Dayforce is a global human capital management company that offers a unified Cloud HCM platform. The Senior Engineering Analyst will lead internal tier 3 product and development support for Dayforce Tax and Payment applications, focusing on troubleshooting, problem solving, and communication with various stakeholders.

Responsibilities:

• Leads problem identification, status reporting, resolution and follow-up activities relating to Dayforce’s production environments
• Creates documentation for the team on known issues, Technical Support Plans, Tiered Support Plans, workarounds, and resolution avenues
• Leads activities to investigate and resolve product issues while respecting Dayforce standards
• Serve as an internal subject matter expert, consultant, and analyst to ensure high stakeholder satisfaction
• Work proactively with the Engineering teams to diagnose and determine root cause of issues
• Leads in identifying improvements to existing processes and ensures quality communication of changes
• Coordinate with other departments to roll-out initiatives in a timely fashion
• Participate in Organizational Readiness activities to ensure that Engineering Support activities related to new functionality and releases are identified and implemented
• Works and mentors with the rest of the Engineering Support team to standardize support processes across all Dayforce applications
• Works closely with team leads and management to implement new department processes and policies

Requirements:

• Proficiency with SQL and an understanding of relational database systems
• Proven experience in trouble shooting web-based applications using multiple tools and methodologies
• Experience in creating Ad Hoc and parameterized reports
• Superior analytical skills: demonstrated ability to bring high complexity customer issues to resolution
• Experience in Development and tier 3 support environments to building/implementing support mechanisms
• Demonstrated experience leveraging AI and GPT-based tools or agents to improve incident triage, root-cause analysis, validation, documentation, or operational efficiency
• Superior verbal and written communication skills
• Can lead the facilitation of meetings geared to drive out requirements from stakeholders
• Negotiation skills to manage conflicting needs and bring about consensus on issues
• Experience supporting applications in a .NET web framework
• Understanding of development lifecycle and processes
• Ability to work effectively and estimate tasks within a project schedule
• Thorough, concise and detail oriented
• Strong team player who can work cross-functionally
• Works without supervision on the most complex solutions
• Complete latitude for independent judgment and exercises of discretion
• Post-secondary education in a technical field and a minimum 5 years' experience working in a technical, development, or customer system support environment or equivalent
• Knowledgeable in payroll and HR systems and products an asset
• Previous experience in the Microsoft Azure or Cloud environments preferred
• Experience with tools set such as Azure Application Insights, Kubernetes, Azure Cloud Storage Solutions, and Kafka messaging, and API driven software support an asset